Customer Service

Create Customers for Life With 4 Easy Steps

1. Stay in touch with your customers
The art of staying in touch, while not becoming a nuisance is essential.  You should touch base with your hostess enough to let her know that you are excited about her party and to calm any pre-party jitters, but not so much that she starts to avoid your phone calls.

The same principle goes for staying in touch with your customers.  Reach out to your customers after the party to thank them for attending and answer any questions they may have about their purchases.  Stay on their radar with a monthly newsletter or email promoting specials that may be of interest to them with the Pure Romance Media Center located under the Marketing tab in your COO.

Remember: When you're getting in touch with your hostesses and customers, keep it professional!  Texting and Facebook messaging are fantastic for your friends, and the Media Center is a great tool for sending out newsletters, but when it comes to communicating one-on-one, nothing beats a good old-fashioned phone call.  It's just the best way to be sure you got your message across.

2. Resolve all backorders promptly- this is a MUST!

A backorder is any item a customer purchses that you don't have available for her to take home the night of the party.  It should go without saying, but we'll say it anyway, your customer will want her product as soon as possible!  It's your job to make sure that backorders reach the customer within 10 business days.

Sometimes, an item may be unavailable because it's on backorder at the Corporate Office.  If that's the case, you should call your customer as soon as you find out the item's status.  Give her the option of waiting or substituting a similar product.  If she declines these options, offer a refund.

All corporate backorders are listed (usually with estimated return-to-stock dates) in the Consultant Online Office under Orders>View Backorders.  If you check this list before each party, you'll be able to inform customers of the wait time for any backordered products.  YOU can find more information on backorders by listening to the "Processing Credit Cards and Backorders" conference calls.

3. Be classy and discreet

Keep in mind that your customers may not be as used to discussing intimacy as you are!  Your goal is always to make her feel comfortable, so make sure to respect her privacy both in and out of the Ordering Room.

4. Follow Up!  Follow UP!  Follow Up!

[This is by far my biggest issue- even more so than organizing.  Speaking of organizing, I don't have the 2nd sheet to this list so here's my best shot at follow up]

We used to have MAC calls (morning after calls) but Idk what happened to them.  Basically you called everyone at the party the next morning.  Now, I think, we're supposed to focus on those who want to book a party if they didn't book that night and those who requested recruiting information.  Call your hostess and thank her again.  See if she has anyone who left early that may still want to order.